Powerful,Targeted Solutions

Project Needs:

• CLC2S deploys software around the world requiring support and training services to operate effectively.
• CLC2S development team needs to be supported by staff experienced in USMC CONUS and tactical environments.

Solutions:

• USMC has benefited from superior Field Support Representatives and Mobile Training Teams (MTTs) management and support bringing CLC2S users up to speed quickly and accurately.
• Cost effective, 24x7 Help Desk services, Configuration Management, User Training, Systems Integration, Data Conversion, and other services.
• On site CLC2S support in Kuwait, Iraq, Afghanistan, Lebanon, and shipboard aboard US Navy vessels.

Results:

• End-user satisfaction with the program due to the successful training and support program in place resulting in CLC2S acceptance by all operating forces.
• Program management is pleased with the responsive team IR Technologies has in place providing services.
• USMC has selected IR Technologies twice to support CLC2S, the longest running support contractor for CLC2S.

IR Tech provides CLC2S Field Support Representatives and Mobile Training Teams (MTTs) along with Windows Server system administration,  information assurance, configuration management, help desk, program and user support services. IR Tech has been supporting the system since 2003. Our staff has trained approximately 6000 Marines on the system itself and Marine Corps logistics processes. IR Tech is responsible for supporting several hundred Windows servers distributed throughout the Marine Corps operating forces. We are also responsible for Field Support Management including all user training and other technical field support services. Our project officer, Capt. Christopher Huckaby cited the company in July 2009 with:

“I would like to take this opportunity to extend my appreciation for the outstanding support your IR Tech team has provided to the Common Logistics Command and Control (CLC2S) Program Office. The program office achievements have been in large part due to the dedication to duty, insight, and technical expertise your team has provided to us throughout the past year. Your team has positively impacted the Marine Corps ability to support logistics both in garrison and on the battlefield. Our accomplishments simply could not have been completed without your team. Your exceptional professionalism, technical knowledge, and dedication to CLC2S and the United States Marine Corps as a whole is greatly appreciated and reflected great credit upon your team, yourself, and your company”.

IR Tech provides CLC2S help desk services and Mobile Training Teams (MTTs) along with program and user support services. Our support demonstrates an unparalleled knowledge of user requirements, technical system, and functional knowledge of the system. IR Tech has provided Project Management, Help Desk, Maintenance Request Tracking, Configuration Control Management, Installation Support, User Training, Exercise Support, Field Service Support, Deployment Support, System Integration, Data Conversion, Process Mapping, Network Administration, and Systems Engineering.

Project Management - We ensured the delivery of timely and quality services and deliverables. This included monthly progress reports providing complete, detailed, and accurate information on the project status, monthly activities, issues and user activities, plus trip reports, and descriptions of on-site performance. IR Tech also supported the CLC2S CCB by providing inputs from the issue tracking system, which fully documented Maintenance Requests (MRs) and problem reports, and expert functional and technical consultations. The company also documents user comments and satisfaction towards improving the system itself and program processes using surveys and informal interviews.

Help Desk - IR Tech staffs and manages the CLC2S 1st tier help desk which actively supports hundreds of users across the globe including Marines actively engaged in operations. The help desk support is periodically 24/7 when operational tempo requires ongoing and continuous support. We use various Web services, such as uReach, to ensure 24/7 and we frequently respond to nighttime help desk service requests from Korea and the Middle East, even when not required to provide off-hours support. All help desk requests are documented and tracked through escalation and resolution process defined by the program office.

Mobile Training Teams - The CLC2S Mobile Training Team (MTT) conducts training and on-site and exercise support. The MTT has supported operations and military exercises at every major Marine Corps installation, world-wide, and in actual combat operations in Kuwait (OIF I), Iraq (OIF II), and Lebanon (NEO operations) and on Naval Vessels. Training classes range from “over the shoulder” to large groups. Our support includes review of new versions of CLC2S and development and update of CLC2S training materials and test plans and procedures. The MTTs support implementation of CLC2S performing system installation, network coordination and set up, bridge and legacy system integration, systems administration, system and application upgrades, CLC2S application implementation and functional set up, and hands on support for functional set up and system operation. Our staff led the implementation of CLC2S in Iraq in 2005. Our staff supported CLC2S when it was first used in Kuwait before and at the start of OIF I. Training is accomplished using a combination of functional experts who are also highly technical and capable of complete systems support similar to the requirement for our Oracle 11i instructor staff. Our support demonstrates an unparalleled knowledge of Marine logistics user requirements, technical system, and functional knowledge of the system. IR Tech also provides Project Management, Help Desk, Maintenance Request Tracking, Configuration Control Management, Installation Support, System Integration, Data Conversion, Process Mapping, and Systems/Network Administration. IR Technologies conducts conventional classroom training and exercise support in the field. Our trainers have supported operations and military exercises at every major Marine Corps installation, world-wide, and in actual combat operations in Kuwait, Iraq, Afghanistan, Lebanon (NEO operations), and on Naval Vessels. Training classes range from “over the shoulder” to large groups. Our support has included review of new versions of CLC2S and development and update of CLC2S training materials and test plans and procedures. Trainers support implementation of CLC2S performing system installation, network coordination and set up, bridge and legacy system integration, systems administration, system and application upgrades, CLC2S application implementation and functional set up, and hands on support for functional set up and system operation.

Configuration and Distribution Management - IR Tech is the official Configuration Manager for CLC2S, archiving all versions of the software that are released and can retrieve and stand up old versions of the system for regression testing and problem diagnosis. Configuration tracking involves documenting versions of the CLC2S installed on servers by unit under configuration control. IR Technologies also acts as the Distribution Manager for CLC2S. The company distributes CLC2S software (including Oracle 10g and Windows 2003) and servers/laptops. We developed tools and scripts for easily cloning CLC2S systems onto multiple machines greatly reducing installation times while validating all installations, post install configurations, and installation guides.

Awards/Recognition Received: IR Tech has been recognized by the CLC2S Project Officers and Marines for doing great work and putting great people on the job. Maj. Hammett, on 29 March 2007, commended that team with "You all are doing a great job!!" Maj. Carpenter, 24th MEU, G-4, said "...a super contractor..." and also noted in an email 29 July 2006, that IR Tech required half the spin-up time of other contractors. We provide support over and above what’s required. As an example of our value-added, while deployed with 24th MEU, CLC2S experienced numerous network issues with SATCOM including terminal failures, proxies, invalid dial-up credentials, hardware conflicts, missing driver files, RAS failures, and software configuration errors. We successfully established CLC2S connectivity after resolving INMARSAT and EPLRS hardware and configuration issues. While providing support for the 22nd MEU, our technicians set up the first ever demand dial untethered configuration via Iridium.